What is the returns, exchange and refunds policy?
You are entitled to cancel your order and return the goods within 7 working days for a full refund, excluding the cost of delivery. Do this by contacting us by email or telephone and quoting the order number supplied to you. Your refund will be paid within 30 days.
Please note that you are responsible for the cost and risk of loss or damage when returning the goods, so please take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty or misdescribed.
Any goods returned should be in saleable condition. This means that all items must be unused and with all labels in their original packaging.
These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.
None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.
How do I return by post?
Please return all items to 26-28 Monson Road, Tunbridge Wells, TN1 1ND.
Items returned by post can take up to 10 working days to reach us once you have posted the parcel.
We do not cover the cost of the postage to send us items, nor do we issue a refund for any postage you’ve paid for.
We cannot accept any liability if your item(s) get lost in the post when sending them back to us.
Refunds & exchanges in the shop
If you would like to return your online purchase via the shop, you may return it to us directly and we can arrange a refund for you via PayPal (excluding the delivery cost). You can expect your refund within 1-3 days. Please note that online items cannot be refunded through the till, as this must be processed through PayPal. Exchanging online items with shop items is not possible.
You will need a copy of your order confirmation or dispatch note. This can be shown from your email on your phone or as a printed copy.
What if I want to cancel my order?
If you have placed an order with us, then change your mind please contact us as soon as possible. We may be able to cancel it if it has not been dispatched yet.
The best way to contact is by phone on 01892 525976 between the hours of 9am – 5.00pm. You can email email@example.com if it is out of these hours. Do not message us through our social media pages, as these are not always seen straight away.
If your order has already been dispatched and you still wish to cancel it, you will then have to return it back to us. We reserve the right to not refund you for postage costs.
What happens if I have made a mistake on my delivery details?
If you have entered the wrong delivery address at the checkout page then please contact us as soon as possible as we may be able to amend it if the order has not been dispatched yet.
However if the parcel has already be sent, and consequently ends up elsewhere, we will be unable to offer a refund. We can assist with trying to track the missing parcel, or if it is returned to us we can resend it after receiving a postage payment.
Please ensure that you enter the correct full delivery address with postcode on the order. This is the address the products will be sent to and we are unable to change these details unless you contact before the delivery is sent. Our delivery labels are printed directly from your order and sent to Royal Mail.
Please call 01892 525976 between the hours of 9am – 5.00pm or email firstname.lastname@example.org.
What happens if my items are damaged/faulty?
On the rare occasion that your item(s) arrive and have unfortunately been damaged or are faulty in any way, please get in touch via email and we can make arrangements accordingly.
What if my parcel goes missing?
In the unlikely event that your parcel does not turn up within the estimated delivery date, please email us and we will happily track the parcel for you. The service we use is only able to track a parcel if delivery has been attempted and offers no information of it’s whereabouts if delivery has not yet been attempted. If the parcel has not turned up within 10 working days from the dispatch date, it is considered missing and we will offer a replacement or a refund.